(207) 774-2666 or (800) 244-0704

General Policies & Responsibilities

  • When a pick-up or drop-off address is not accessible for an RTP bus, van, or volunteer driver, passengers must ensure vehicle access in advance or arrange to meet at an accessible location. Should the vehicle fail to enter the location and no meeting takes place at a designated spot, we consider the trip a No-Show. Click here to view RTP’s No-Show Policy
  • All riders must call in trip cancellations as soon as possible, but at least 2 hours before the scheduled pick-up time.
  • You can leave trip cancellations on our voicemail when the office is closed. All cancellations left on our voicemail will immediately forward to RTP’s on-call dispatcher. The office phone number is 207-774-2666.
  • Morning trips before 9:30 am require cancellation by 5:00 pm the day before.
  • Drivers will only wait 5 minutes past a scheduled pickup time. Failing to show for a ride results in a No-Show. Please be ready when the bus arrives.
  • RTP has a one-hour pickup window. If your appointment is at 10 am, please be ready to leave at 9 am.
  • Seat belt use is mandatory on all RTP vehicles—it’s the law. Drivers will gladly assist with seat belts upon request.
  • Treat reservationists, schedulers, dispatchers, drivers, and fellow passengers courteously and with respect.
  • Proper maintenance of wheelchairs, scooters, and mobility devices is the owner’s responsibility. Passengers must know the specific limitations regarding the use and transport of their devices.
  • No smoking, eating, or drinking is allowed while on an RTP vehicle.
  • Boarding an RTP vehicle under the influence of illegal drugs or alcohol is strictly prohibited.
  • Use headphones when listening to radios, cassettes, discs, or MP3 players while on board.
  • Hazardous materials—including explosives, flammable liquids, and acids—are not permitted on board.

Seat Belts, Child Restraints and Wheelchairs

  • Passengers 18 years of age or older must wear a seat belt while traveling on an RTP bus or van.
  • Parents and guardians must properly secure child passengers under 18 years of age while traveling on an RTP bus or van. Depending on age, height, and weight, you must properly secure the child in a federally approved child restraint system, child safety seat, or seat belt.
  • Common wheelchairs must be secured while traveling on an RTP bus or van.
  • Anyone traveling with a child who requires a car seat must supply equipment. Passengers are responsible for securing the seat in the vehicle and removing it after the trip.

Seriously Disruptive Behavior

  • Regional Transportation does not permit riders to engage in violent, illegal or seriously disruptive behavior.

Seriously disruptive behavior includes the following:

  • Physical abuse or causing injury to a driver or client (which may lead to criminal prosecution). RTP will suspend the passenger immediately or refuse service.
  • Disturbing a vehicle driver
  • Disturbing other riders
  • Physically or verbally threatening the driver, another client, or RTP employee
  • Acting in a way that is a danger to himself/herself, the driver, other riders, or RTP employees
  • Damaging or destroying equipment

Cancellation Rule

  • Make cancellations as soon as possible, but no later than two hours before the appointed pick-up time.
  • You can leave trip cancellations on our voicemail when the office is closed. All cancellations left on our voicemail will be immediately forwarded to RTP’s on-call dispatcher. The office phone number is 207-774-2666.

Penalties for “No Shows”

  • RTP assigns a “No Show” to any passenger who fails to cancel according to policy or fails to appear at the scheduled location at pick-up time.
  • Therefore, riders accumulating a pattern or practice of “no shows” at or above 25% within a three-month period lead to penalties up to and including suspension. RTP assigns penalties within the rules and guidelines of MaineCare and the ADA. Please click here for RTP’s No-Show Policy

Suspensions and Appeals

  • RTP may suspend service for incidents of disruptive behavior, repeated no-shows, rule violations, or illegal activity.

Appeals regarding an assigned suspension or penalty are welcome. All appeals must be submitted in writing to: Regional Transportation Program, Attn: Appeals Department, 1 Ledgeview Dr, Westbrook, ME 04092. To qualify for acceptance, appeals must be received by RTP within ten business days of the suspension or penalty. The appeal must include the rider’s name, mailing address, telephone number, and the reason for the appeal. RTP will decide on the appeal and notify the rider within ten business days.

  • Regional Transportation Program reserves the right to cancel, suspend, or delay transportation due to circumstances beyond its control.